6-7
September
2016
|
J a ka r t a
Target Peserta
• Customer Service Manager • Quality Assurance Manager • Marketing Manager
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09.30-17.30
• Training Manager • Research Manager
WIB
Tujuan
Setelah mengikuti pelatihan ini peserta diharapkan mampu :
1. Memahami Service Quality Management khususnya para level Manager. 2. Memahami konsep RATER sebagai dimensi pengukuran Kualitas Layanan (SERVQUAL). 3. Mengetahui 12 pilar dalam membangun Service Culture. 4. Menetapkan Service Level Agreement (SLA) kepada internal dan external customer. 5. Meningkatkan kolaborasi antar departemen di dalam organisasi. 6. Mengetahui cara memonitor serta mengukur kualitas layanan.
Materi Pembahasan 1. Modul 1. Pemahaman konsep Service Quality Management bagi Customer Service Manager : • Dimensi Service Quality : Reliability, Assurannce, Tangible, Emphaty, Responsiveness. • Eksplorasi kriteria spesifik yang digunakan customer terhadap RATER. 2. Modul 2. Membangun Service Culture • 12 Pilar untuk membangun budaya layanan prima yang kokoh. • Mendapatkan komitmen yang kuat dari Top Management. • Kerjasama Tim dan Rantai Service. • Analisis Service Culture dalam perusahaan anda saat ini. 3. Modul 3. Service Level Agreement • Identifikasi kebutuhan dan harapan customer internal. • Bagaimana mengkomunikasikan kebutuhan tim Anda untuk mendapatkan layanan yang berkualitas. • Membangun service atitude di dalam sebuah tim. 4. Modul 4. Membuat Customer Service Standard • Elemen-elemen penting utk customer experience yg positif. • Identifikasi point of contact. • Eksplorasi raising the bar untuk setiap point of contact. • Menciptakan konsistensi dalam setiap penyampaian layanan. • Membuat KPI yang efektif untuk Standard Layanan.
Master Trainer • Senior Trainer / Consultant of Service Leadership Consulting • Human Resources Director PT Catur Sentosa Adiprana Tbk • Head of Customer Experience & Business Performance Permata Bank • Head of Service Quality and Branches Operations Bank International Indonesia (BII) • Head of Service Academy– Citibank
5. Modul 5. Service Quality Monitoring and Measurement (SERVQUAL) • Memahami pentingnya monitor & mengukur kualitas layanan • Service Quality Gaps Model: Customer Gap, Provider Gap • Identifikasi penyebab setiap gap • Closing the gap • 5 Metode efektif untuk memonitor proses layanan 6. Modul 6. Merancang Survey Kepuasan customer eksternal dan customer internal • Penentuan bobot penilaian untuk setiap dimensi RATER • Analisis / perhitungan statistik hasil survey • Membuat Executive Summary atas hasil survey • Membuat BIM = Business Impact Matrix 7. Modul 7. Memahami Service Performance Matrix yang sering dipakai dalam Service Monitoring : • CSI = Customer Satisfaction Index • CLI = Customer Loyalty Index • CRI = Complaint Resolution Index • NPS = Net Promoter Score
Ir. Agustina Samara, CPHR,CLC Professional result proven for many projects • Set Up Call Center Management (Citibank) • Design Training Curriculum (Citibank, BII, PermataBank, PT Catur Sentosa Adiprana-CSA) • Improved processes & productivity increased - Operational Excellence Project (BII, PermataBank) • Designed Service Quality Culture (BII, Barclays, PermataBank) • Set Up Human Capital Management (CSA) • Handled project & training for local and multinasional clients : Asuransi Jaya Proteksi, KompasTV, OCBC-NISP, CIMB Niaga, TransVision, PT Menjangan Sakti, Mitra10, Daya -Daihatsu
Training | Consulting | Assessment
Mobile : WA : Pin BB : E-mail : Website :
0813 1100 9800, 0812 802 8352 0813 1100 9800 5FE266D1
[email protected] www.serviceleadership.web.id
Service Leadership is a Service Quality & Human Resource Consulting firm dedicated to creating sustainable high-performance organizations. We provide consulting & training to : • Create high-performance cultures that drive bottom-line results and reinforce your organization’s mission and values. • Develop leaders at all levels who can manage the business and inspire your employees. • Align employee self-interest, energy and talents with your organization’s strategy.
Modul Pelatihan
Program Inhouse Training dan Kelas Publik Leadership • • • • •
Excellent Supervisory Skills Advanced Leadership Skills Coaching and Mentoring Assertive Communication Skills Problem Solving and Decision Making
• • • • •
Time Management DISC Profile MBTI Team Building Handling Diificult People and Situation
Service Excellence • Excellent Service Interaction • Complaint is A Gift • Service Crucial for Manager
• Strategic Customer Experience • Customer Satisfaction Measurement
HRD • • • • •
Train The Trainer Training Need Analysis (TNA) High Impact Presentation Skills Strategic Compensation and Benefit Mastering Competency Design Model and Assessment • Assessment Skills • Employee Engagement • KPI and Performance Management System
• • • • • • • •
Job Analysis and Job Evaluation Industrial Relation Talent Management Behavioral Event Interview Expanded DISC Myers Briggs Type of Indicators (MBTI) Outsourcing Management UU Ketenagakerjaan
Consulting Services Service Quality Quality Customer Service is important for all functions start from front liners as representative of the company to back office as backbone to support all process to make sure service is delivered timely by frontlines. We assist Client to enhance organization service culture.
Type of common consultation request such as : • Set up Service Standardization • Define Service Measurement • Implementation Service Monitoring • Set Up Service Assessment / Service Audit • Conduct Mystery Shoppers
Operational Excellence Identifying capacity and measure productivity is the key of operation management. We help to asses current operational issues and come up with recommendation and implementation. We assist client to run day to day operations in structure and effective way.
Operation Excellence Consultation would be : • Define Capacity Planning • Design Operation Management Blue Print • Set Up Process Standardization • Conduct & implement Process Improvement • Set Up Customer Care/Service Desk
Human Resources People are the most valuable assets an organization could have. Through employees, an organization can create a sustainable competitive advantage. Whether you are a new venture or an existing organization we at Service Leadership can help you organize, manage and develop your human resources more effectively.
We provide the following Human Resources consultation services : 1. Preparation of HR Policies, Procedures and HR Manuals/Handbooks 2. Setting up Organizational Structure & Authority Matrix based on a work flow analysis 3. Job Analysis and Job Design 4. Pay Structure/Compensation Plan 5. Recruiting and Selecting Procedures 6. Performance Measurement and Appraisal Programs.
Partial List Of Our Clients
Public Training Schedule 2016 Topic Service Excellence & Handling Customer Complaints How to Manage Customer Service Team MBTI for HR Practitioner Aspek Hukum Perjanjian Kerja : PKWT, PKWTT, Skala Upah,PHK Tanpa Gejolak Practical Leadership and Managerial Skills Train The Trainer (Batch 36) Assessment Center (Batch 4) : Psychological Test , MBTI, Behavioral Event Interview ( BEI), Leaderless Group Discussion, Intray Excercises, Case Analysis, Presentation, Reporting Handling Customer Complaint & Negotiation Skills for frontliners Effective Recruitment using DISC Profile Strategic Compensation and Benefit Menyusun Kurikulum Pelatihan Berbasis Kompetensi Business Presentation Skills Coaching and Counselling Problem Solving and Decision Making 3 Day HR Management Course Business Values and Ethics Change Management Assertive and Comunication Skills Building Strong Corporate Culture PHK Tanpa Gejolak Excellent Supervisory Skills Behavioral Event Interview Merancang Kamus Kompetensi HR Managament for HR Officer Selling Skills and Negotiation Skills Finance for Non Finance Service Quality Management Pelatihan Tes Psikologi untuk HR ( Non Psikologi) Strategi Bernegosiasi Untuk Tim Procurement Dan Purchasing Perusahaan
Agustus
September
26-27
1-2
25-26
6-7
1-3
6-7
Investasi & Registrasi Harga Normal 6-7 September 2016 : Rp 4.000.000,- /peserta Early Bird sebelum 23 Agustus 2016 : Hubungi Kami
Biaya meliputi makan siang, 2x coffee break, materi hard copy pelatihan dan sertifikat. Formulir Registrasi
SERVICE QUALITY MANAGEMENT FOR MANAGER From Designing Service Standard to Monitoring Service Quality
6-7 September 2016
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09:00 - 17:00 WIB
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Hotel Harris Tebet Jakarta, Jakarta
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Fax : (021) 797 51 59
Training | Consulting | Assessment
Gedung Multika Lt 4 Jl. Mampang Prapatan Raya 71-73 , Jakarta 12790 Phone : (021) 797 51 58 Mobile WA Pin BB
: : : :
0813 1100 9800 0812 802 8352 0813 1100 9800 5FE266D1
For more information :
[email protected] Or visit us at : www.serviceleadership.web.id
Payment Method Payment can be done by using the account number below : Bank BCA Cabang Jatinegara A/N : CV Prima Sinergi No Acc. : 7600396913 Please put note : [SEMINAR TITLE] and [YOUR COMPANY’S NAME] on the payment instruction.
Training | Consulting | Assessment
